User support

1 hour response during working hours for all issues. 1 hour response for critical issues out of working hours.

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

None or don’t know

Phone support

Yes

Phone support availability

24 hours, 7 days a week

Web chat support

Yes, at an extra cost

Web chat support availability

9 to 5 (UK time), Monday to Friday

Web chat support accessibility standard

None or don’t know

How the web chat support is accessible

N/A

Web chat accessibility testing

N/A

Onsite support

Yes, at extra cost

Support levels

Support response target time - for emergencies, we aim to respond within 1 hour.For non-critical outages, we aim to respond within 4 hours.Escallation path - if the fault cannot be resolved within the target time specified, 100 Percent IT will initially escalate to an on-call senior technician and then to a director.Managed support and monitoring services are available on request.We provide a named technical account manager for all G-Cloud customers.

Support available to third parties

Yes

Onboarding and offboarding

Onboarding and offboarding

Getting started

Migration from existing services to 100 Percent IT's Public Cloud can be carried out by our technicians. We are also able to provide training and support on request.

Service documentation

Yes

Documentation formats

HTML

PDF

End-of-contract data extraction

Customers can download their data prior to the end of the contract. Alternatively, customer data can be downloaded onto a hard disk drive.

End-of-contract process

The customer has the ability to download their data at any time during the contract and this is included in the price.The customer has the ability to make a snapshot of each entire virtual server and download the snapshot at any time.Customers can also request that their data is delivered on physical disk.

Using the service

Using the service

Web browser interface

Yes

Using the web interface

Full administration of the Public Cloud storage can be carried out through our web interface. This includes creation, management and deletion of block storage volumes, volume snapshots and object storage containers.

Web interface accessibility standard

None or don’t know

How the web interface is accessible

The interface is predominantly text. It is compatible with text-reader software, however this has not been explicitly tested for all pages.

Web interface accessibility testing

None

API

Yes

What users can and can't do using the API

All functions that can be carried out throught the web interface can be carried out through the versioned REST-based API.

API automation tools

Ansible

Chef

OpenStack

SaltStack

Terraform

Puppet

API documentation

Yes

API documentation formats

HTML

Command line interface

Yes

Command line interface compatibility

Linux or Unix

Windows

MacOS

Using the command line interface

The command line client brings the command set of the various APIs together in a single shell with a uniform command structure.

Scaling

Scaling

Scaling available

Yes

Scaling type

Automatic

Manual

Independence of resources

Each account is given a quota that prevents excessive consumption of resources. Storage infrastructure usage is tracked and future consumption predicted to allow additional hardware to be added prior to requirement. This ensures that sufficient capacity is available to meet both space and disk I/O requirements.

Backup and recovery

Backup and recovery

Backup and recovery

Yes

What’s backed up

Virtual Machine block data

Files

Object Storage

Backup controls

Customer can configure the system to take regular snapshots of block data as required as well as create snapshots on demand. The Cloud Storage system can be used as a backup target for virtual machine images, files and / or object data from other systems using suitable replication software.

Datacentre setup

Multiple datacentres with disaster recovery

Single datacentre with multiple copies

Scheduling backups

Users contact the support team to schedule backups

Backup recovery

Users can recover backups themselves, for example through a web interface

Users contact the support team

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Data protection within supplier network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience

Guaranteed availability

The service is guaranteed to operate 24 hours per day, 365 days per year. If the service level does not meet the Service Level Objectives set out in the SLA, we will provide the customer with a 100X Service Credit, subject to any limitations of this SLA.

Approach to resilience

Management infrastructure is either double or triple-redundant and storage servers always have sufficient hot-standby capacity to cope with simultaneous host server failures.

The 100 Percent IT cloud storage solution for Government is built on Ceph - the leading Open Source software defined storage solution.

The storage system uses triple redundancy for customer data and can optionally store data redundantly across multiple geographically diverse data centres that are over 80km apart.

Operational security

Cloud Security Alliance STAR policies are implemented to ensure industry best practise is followed. Servers are configured and managed using a scripted automation systems to eliminate human error and ensure repeatability. The configuration is tested in development before deployment to production systems.

Cloud Security Alliance STAR policies are implemented to ensure industry best practise is followed. Additionally, 100 Percent IT is a member of the EGI federation. Any security vulnerabilities identified by any members of the federation are assessed and all members are notified as appropriate. Security patches are deployed to a development and testing platform and then deployed to production once tested and validated.

Cloud Security Alliance STAR policies are implemented to ensure industry best practise is followed. Monitoring of anomalous usage patterns, including high levels of bandwidth / CPU loading is performed to automatically highlight unusual activity. We perform log analysis on centralised log servers to detect unauthorised brute-force access or any prohibited behaviour that matches pre-defined heuristics.We typically respond to a compromise within 1 hour to eliminate the vulnerability. Customers will be informed of any intrusion.

Cloud Security Alliance STAR policies are implemented to ensure industry best practise is followed. Additionally, we comply fully with the process defined by EGI CSIRT. Incidents are immediately reported to the local ECI CSIRT security response team. The compromised host or VM is isolated and affected customers informed. The compromised host or VM is analysed to understand the source and cause of the incident, the effected credentials and services and possible implications for the infrastructure. Following this, and incident closure report is sent, including lessons learned and resolution.User can report incidents through normal support channels.

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart

Yes

Who implements virtualisation

Supplier

Virtualisation technologies used

KVM hypervisor

How shared infrastructure is kept separate

The KVM Hypervisor handles separation of user instances running on the redundant block storage. Object storage does not require virtualisation to keep applications and users sharing the same infrastructure apart.

User access to object storage is authenticated by the Keystone identity service as is access to management services via API or web interface.

On request we can also supply dedicated hardware for users.

Energy efficiency

Energy efficiency

Energy-efficient datacentres

Yes

Pricing

Pricing

Price

£0.0125 per gigabyte per month

Discount for educational organisations

Yes

Free trial available

Yes

Description of free trial

Free trials would typically be one month and can be customised based on customer requirements.